Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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Complaints

This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

27,438 total complaints in the last 3 years.
8,077 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tmobile is lying and scamming people for a promotion they are advertising some places but not others. ***** ******** had a promo for get an iPhone on them for a trade in and I did this. Only to be charged for the phone the next month and every one after. The next couple months they couldnt add the promotion to my account Because it didnt exist. They said I would go back to the store you got it after telling them Ive been moved out of that state for 9 months. Then proceeded to call the store in ***** only for the promotion to be confirmed there but they couldnt do ANYTHING about it because they arent customer service. So back to calling and waiting for T-Mobile. Only to say the credit was applied but I still have to pay 116$ a month for a phone I was supposed to be credited for. I was PROMISED to only pay 85$ a month and that has never happened. So now they want 500$ for a phone that was already credited to me because of THEIR mess up. I canceled my account with them and they will charged me with this BS when they scammed me first. I want a complete refund of every ***** spent wasting 9 months waiting for a solution only to want to cancel over their mistake and I get charged 500$+
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************************
Your File No. 17588579
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account. Please be advised we have attempted to reach ********************; however, we were unsuccessful. Therefore, we will make every effort to address ******************** concerns via the below response.
T-Mobile regrets any concerns ******************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. Records reflect ******************** subscribed to the Magenta *** rate plan for $90.00 per month. Please note, customers who enroll in our optional *************** and subscribe to the Magenta rate plan will receive a $5.00 monthly discount. As ******************** is enrolled in AutoPay, she received a $5.00 AutoPay discount each month.
On September 27, 2021, ******************** purchased an Apple iPhone 13 128GB handset using our Equipment Installment Plan (EIP) offering for $799.99. At the time of purchase, ******************** was required to remit a down payment of $49.99 plus applicable taxes, and she agreed to a series of 24 monthly installments of $31.25. If an account cancels with an open EIP balance, the remaining balance is accelerated and becomes due on the final statement.
At the time of purchase, ******************** traded-in an Apple iPhone 11 64GB handset and on October 20, 2021, she was issued a one-time trade-in **** credit of $180.00, which may be viewed on the October 25, 2021, billing statement. As part of T-Mobiles 2021 Apple Trade P17 promotion, between September 17, 2021, through January 5, 2022, customers who traded-in an Apple iPhone 11 handset, could get up to $400.00 off the purchase of an Apple iPhone 12 or 13 series handset, via a one-time trade-in **** credit and monthly Recurring Device Credits (RDC).
Additionally, as part of our 2021 Apple Trade P16 promotion, between September 17, 2021, through January 5, 2022, customers who traded in an Apple iPhone 11 handset could get up to $800.00 off the cost of a new Apple iPhone 12 or 13 series handset, via a one-time trade-in credit and monthly RDCs.
Due to an inadvertent error, on October 20, 2021, ******************** was enrolled in our 2021 Apple Trade P17 promotion. However, on October 25, 2021, this promotion was manually removed, and a ticket was filed in an attempt to add the 2021 Apple Trade P16 offer to the **** Please note, promotional advertisements may vary by location and certain offers are only available regionally. However, customers are always encouraged to review our current promotional offers on our website at www.T-Mobile.com.
Unfortunately, the 2021 Apple Trade P16 offer was not added until July 19, 2022. However, on January 15, 2022, ******************** was provided a credit of $33.33 for the installment reflected on the December 25, 2021, billing statement. Furthermore, on January 24, 2022, ******************** was given additional device credits totaling $594.58, which reflects on the January 25, 2022, billing statement, updating the account balance to a credit of $627.91. The January 25, 2022, billing statement reflected a balance of $116.25 which included monthly recurring services and equipment and was paid using the credit balance of $627.91, updating the account to a credit balance of $511.66. Please note, the credit balance continued to roll over each month and impacted the billing statements through June 25, 2022.
Finally, on July 22, 2022, ******************** contacted her Team of Experts (TEX) regarding the device installment plan billed to the June 22, 2022, billing statement, and was given credits totaling $33.34 which reflects on the July 25, 2022, billing statement. It is important to note that between the device trade-in **** credit and the credits given thereafter totaling $841.25, it is T-Mobile's position, that ******************** has been made whole for the 2021 Apple Trade P16 offer.
On July 24, 2022, ******************** ported her mobile number ending in **** to another service provider, cancelling her account. At the time of cancellation, ******************** had a balance of $437.50 owed on Apple iPhone 13 EIP balance, which is considered valid. This remaining device balance will reflect on the August 25, 2022, billing statement, and will be due on September 17, 2022. As ******************** has AutoPay, the balance is scheduled for payment on September 15, 2022. T-Mobile regrets any inconvenience to ********************.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response

Customer Answer
Date: 08/01/2022

Complaint: 17588579

I am rejecting this response because I believe I should be compensated for amount of times I had to call and deal with this. A 33$ credit is and was not polite for the literal HOURS I spent talking and navigating your mistake. Probably close to ten times.

Sincerely,

*****************************
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 11 I went to the T-Mobile store at ************************************************************* to have my phone unlocked. I was told that as of July 10 my phone would be eligible for a permanent unlock. The sales rep and her supervisor then informed me I would have to pay an additional $25 dollars for T-Mobile to permanently unlock the phone. After much back and forth with the sales reps and customer service I paid the amount due and was assured my phone would be unlocked. As of this writing my phone is still ineligible for a permanent unlock and I don't have any mobile service. I am hoping the BBB can reach out to T-Mobile and hold them to their promises as I have been unsuccessful. Sincerely, ***************************
Business Response
Date: 08/03/2022
August 3, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ***************************
Your File No. 17596933
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 21, 2022, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with ****************, she confirmed her concern has been resolved to her satisfaction.

T-Mobile regrets any concerns **************** has regarding her handset and we appreciate the opportunity to address this matter. On April 29, 2017, **************** activated the above-referenced account, and on October 1, 2019, **************** cancelled the account. The account is cancelled with a zero balance.

Please note Mobile Device Unlocks are available for those devices that meet our eligibility requirements. Mobile Device Unlock requirements can be located on our website at https://support.t-mobile.com/docs/DOC-1588. Pursuant to the Terms and Conditions of Service, the account must be in good standing to request a Mobile Device Unlock.

On August 1, 2022, upon speaking with ****************, she provided an International Mobile Equipment Identifier (****) number ending in **** for a ******* Galaxy S8 Plus handset at which time T-Mobile completed a Mobile Device Unlock, allowing the device to be used with a different carriers network. Please note our records do not reflect a request for **************** to remit a payment in the amount of $25.00 to complete the Mobile Device Unlock for the ******* Galaxy S8 Plus handset with the **** number ending in ****. There are no T-Mobile policies or procedures that would require a payment be remitted to receive an unlock. Should **************** have any questions regarding this matter, or information provided, she may contact our office at the number listed below. T-Mobile regrets any inconvenience to ****************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response

Customer Answer
Date: 08/03/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have sent letters to the T-Mobile customer relations address, ********************** ***************** and the T-Mobile registered agent regarding my concerns with my bills and how they are being reflected month after month. I am clear that there is security interest developing and acquiring within these transactions between myself and T-Mobile as my monthly statements have been reflecting as such hence my billing error complaints, and the legal department needs to make sure that the interest is going back to my account and being reflected correctly by law and so that T-Mobile isn't asking me for money twice I have also addressed my **** for both the ******* otter box case and the ******* galaxy S21 phone. The contract I have rescinded due to it being misleading, and not truthful to the **** (truth in lending) I have proof of tracking and delivery as well as the names of the person who picked up and/or signed for each. I have been contacted via by one individual from T-Mobile Executive Response Team named ********************************* and i have never given them a means to contact me via email so I have requested for these 3 locations to communicate with me via mail with and to provide me with documentation that specifies entirely all credits, tax liabilities, discharge of debt, bonds, and or securities as they concern my T-Mobile account as I am the holder of this account. Ive determined they are playing games. I have called back almost every single day since then and had representatives tell me that I should get a letter the with the latest being Monday. I have received nothing. My account has also not been put into proper collections hold status as promised it would from over 5 different T-Mobile representatives. I am requesting from them what *** asked for in the documents so please kindly review.
Business Response
Date: 08/03/2022
Tell us why here...August 3, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *********************
Your File No. 17596816
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

T-Mobile regrets Ms. ****** recent experience and billing concerns, and we appreciate the opportunity to respond. Please be assured T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. ****** recent call to Team of Experts (TEX).

We have reviewed the above-referenced account and our records confirm that Ms. ****** account was activated on June 2, 2015, with the mobile numbers ending in **** and ****, which were subscribed to the Simple Choice Family Talk, Text and Data rate plan for $100.00 plus taxes, per month. On September 23, 2020, ************** activated the mobile number ending in **** at a monthly cost of $40.00 per month, however, as part of the 2020 Line on Us 2, promotion, this line receives a monthly $40.00 discount.

On June 9, 2021, ************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of a ******* Galaxy S21 handset totaling $799.99 plus taxes. ************** was not asked to remit a down payment, and she agreed to ************************** the amount of $33.34 and a final 24th installment in the amount of $33.17. Additionally, ************** purchased an OtterBox Pro Case for use on her ******* Galaxy S21 handset. ************** was not asked to remit a down payment and agreed to ************************** the amount of $5.00. Please be advised, *** is a no interest financing agreement that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 12, 24 or 30 monthly installments, (based on accessory, handset, and customer eligibly).

Please note, prior to the completion of an *** order, customers must provide an Electronic Signature (eSignature) which allows T-Mobile to electronically capture their acceptance of the *** Terms and Conditions. We apologize to ************** for any confusion she had with her ****.

Please note that T-Mobile postpaid accounts are billed by a system known as bill current. This means charges for Ms. ****** rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, Ms. ****** billing cycle runs from the 10th of one month through the 9th of the next month. In this case, notice of the monthly recurring service and feature charges is available on or around the 11th of the month, and those charges are then due on or around the 2nd. If during that billing cycle ************** had any usage charges or made changes to her account, the respective changes and applicable charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.

We have reviewed Ms. ****** payment history and billing statements from January 10, 2021, through July 10, 2022, and our records reflects the following credit and final balances:

The billing statement dated January 10, 2021; total of $115.16 which consisted of a credit balance in the amount of $0.94 and new charges in the amount of $116.10 for services during the billing cycle dates of January 10, 2021, through February 9, 2021.
The billing statement dated February 10, 2021; total of $231.26 which consisted of a past due balance in the amount of $115.16 and new charges in the amount of $116.10 for services during the billing cycle dates of February 10, 2021, through March 9, 2021.
February 26, 2021, a one-time remitted payment in the amount of $345.00.
The billing statement dated March 10, 2021; total of $8.12 which consisted of a credit balance in the amount of $113.74 and new charges in the amount of $121.86 for a $5.76 late fee and $116.10 for services during the billing cycle dates of March 10, 2021, through April 9, 2021.
March 20, 2021, a one-time remitted payment in the amount of $8.12.
April 5, 2021; one-time remitted payment in the amount of $125.00.
The billing statement dated April 10, 2021; credit balance in the amount of $8.89 which consisted of a credit balance in the amount of $125.00 and new charges in the amount of $116.11 for services during the billing cycle dates of April 10, 2021, through May 9, 2021.
The billing statement dated May 10, 2021; total of $107.22 which consisted of a credit balance in the amount of $8.89 and new charges in the amount of $116.11 for services during the billing cycle dates of May 10, 2021, through June 9, 2021.
May 25, 2021, a one-time remitted payment in the amount of $107.22.
The billing statement dated June 10, 2021; total of $154.45 which consisted of *** charges in the amount of $38.34 and new charges in the amount of $116.11 for services during the billing cycle dates of June 10, 2021, through July 9, 2021.
June 18, 2021; one-time remitted payment in the amount of $155.55.
The billing statement dated July 10, 2021; total of $153.33 which consisted of a credit balance in the amount of $1.10, *** charges in the amount of $38.33 and new charges in the amount of $116.10 for services during the billing cycle dates of July 10, 2021, through August 9, 2021.
August 10, 2021, a one-time remitted payment in the amount of $153.33.
The billing statement dated August 10, 2021; total of $158.78 which consisted of a $5.81 late fee, $3.00 usage charges on the mobile number ending in ****, applicable taxes in the amount of $0.53, *** charges in the amount of $33.34 and new charges in the amount of $116.10 for services during the billing cycle dates of August 10, 2021, through September 9, 2021.
The billing statement dated September 10, 2021; total of $314.19 which consisted of a past due balance in the amount of $158.78, a $5.97 late fee, *** charges in the amount of $33.34 and new charges in the amount of $116.10 for services during the billing cycle dates of September 10, 2021, through October 9, 2021.
September 29, 2021, a one-time remitted payment in the amount of $228.86; of which $70.08 was immediately directed towards restore from suspend fees. This payment activity brought the account to a zero balance.
October 8, 2021, a one-time remitted payment in the amount of $155.41.
The billing statement dated October 10, 2021; total consisted of $155.24 which consisted of a $5.81 late fee, *** charges in the amount of $33.34 and new charges in the amount of $116.09 for services during the billing cycle dates of October 10, 2021, through November 9, 2021.
The billing statement dated November 10, 2021; total of $310.48 which consisted of a past due balance in the amount of $155.24, a $5.81 late fee, *** charges in the amount of $33.34 and new charges in the amount of $116.09 for services during the billing cycle dates of November 10, 2021, through December 9, 2021.
November 13, 2021, a one-time remitted payment in the amount of $310.48.
The billing statement dated December 10, 2021; total of $149.43 which consisted of *** charges in the amount of $33.34 and new charges in the amount of $116.09 for services during the billing cycle dates of December 10, 2021, through January 9, 2022.
January 7, 2022, a one-time payment in the amount of $149.43.
The billing statement dated January 10, 2022; total of $155.22 which consists of a $5.81 late fee, *** charges in the amount of $33.34 and new charges in the amount of $116.07 for services during the billing cycle dates of January 10, 2022, through February 9, 2022.
January 14, 2022, a one-time payment in the amount of $300.00.
The billing statement dated February 10, 2022; total of $4.63 which consisted of a credit balance in the amount of $144.78, *** charges in the amount of $33.34 and new charges in the amount of $116.07 for services during the billing cycle dates of February 10, 2022, through March 9, 2022.
The billing statement dated March 10, 2022; total of $155.06 which consisted of a past due balance in the amount of $4.63, *** charges in the amount of $33.34 and new charges in the amount of $117.09 for services during the billing cycle dates of March 10, 2022, through April 9, 2022.
March 26, 2022, a one-time payment in the amount of $200.00.
The billing statement dated April 10, 2022; total of $105.49 consisted of a credit balance in the amount of $44.94, *** charges in the amount of $33.34 and new charges in the amount of $117.09 for services during the billing cycle dates of April 10, 2022, through May 9, 2022.
The billing statement dated May 10, 2022; total of $261.16 consisted of a past due balance in the amount of $105.49, a $5.24 late fee, *** charges in the amount of $33.34 and new charges in the amount of $117.09 for services during the billing cycle dates of May 10, 2022, through June 9, 2022.
May 16, 2022, a one-time payment in the amount of $261.16.
The billing statement dated June 10, 2022; total of $150.43 consists of *** charges in the amount of $33.34 and new charges in the amount of $117.09 for services during the billing cycle dates of June 10, 2022, through July 9, 2022. On June 29, 2022, Ms. ****** account was adjusted in the amount of $30.60.
The billing statement dated July 10, 2022; total of $274.53 consists of a past due balance in the amount of $119.83, a $4.23 late fee, *** charges in the amount of $33.34 and new charges in the amount of $117.13 for services during the billing cycle dates of July 10, 2022, through August 9, 2022. On July 18, 2022, Ms. ****** account was adjusted in the amount of $4.23.
August 2, 2022, a one-time payment in the amount of $135.15

Please note, pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing notification. In addition, by accepting late payments, T-Mobile is not foregoing the right to collect all amounts due. As such, it is T-Mobiles position that the late fees assessed to Ms. ****** account are valid and owed.

Considering the above details; it is T-Mobiles position that ************** has been properly billed according to the equipment she purchased and services she subscribes to. Therefore, we respectfully decline Ms. ****** request for compensation. Should ************** wish to view her last 18 billing statements, which includes payment activity, she may log in to her T-Mobile account via www.T-Mobile.com. Ms. ****** account remains active with a past due balance in the amount of $135.15. T-Mobile regrets any inconvenience to ***************

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

****************************;
Executive Response

Customer Answer
Date: 08/09/2022

Complaint: 17596816

I am rejecting this response because: First and Foremost, you've had well over 30 days to respond to my written disputes to no avail.

1) I again demanded to be provided with the original documentation that specifies credits, tax liabilities, discharge of debt, bonds, and or securities as they are applicable to this account which t-mobile seemed to have ignored. I am still requesting that information as that is my rights. Which the law states that the creditor shall furnish documentary evidence of the consumers indebtedness if the consumer requests and I have requested proof from T-Mobile for the above mentioned information and this response has also clearly showed me that you are blatantly ignoring my demands.

2) I am CLEARLY making it be known that under truth in lending not only was I misled, the disclosure for me was NOT at all presented clearly or conspicuously and I have notified several times in writing of my RESCISSION for both my ****. You can not tell me what is understood by me and how I should interpret a document that I am stating to you is MISLEADING, and UNCLEAR.

3)I was coerced into setting up a payment plan despite me explaining that I currently had a billing error dispute in process. 2 separate mobile representatives has explained that my service wouldve been shut off and that I would be refunded since the collections hold wasnt holding as promised. T-Mobile DID NOT fulfill that promise. This was simply a way for them to collect payments from me for the cycle and the **** Pursuant to 12 CR ******* D(1) which states, The consumer need not pay (and the creditor may not try to collect) any portion of any required payment that the consumer believes is related to the disputed amount (including related finance or other charges). T-Mobile agents willfully coerced me into having a payment setup regardless of my dispute.

4)Pursuant to 12 CR ******* C(1) you have FAILED to mail me any acknowledgment of my dispute within 30 days of receiving the billing error notice.

I have already put myself in a position to have t-mobile audited by the *** in respects to my any formation and anything submitted or that stems from my name or SSN. Shall this issue to be resolved and shall you have no intent on providing my requested paperwork, do let me know VIA MAIL. ************************************************************** because I simply am moving on to arbitration. All rights reserved,

Sincerely,

Nurah-J: *****, Beneficiary

Business Response
Date: 08/18/2022
August 18,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re:      *********************
Your File No. 17596816
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced **************

T-Mobile regrets any continued concerns ************** experienced with her ************** As noted in our response to your office on August 3, 2022, it is T-Mobiles position that ************** has been properly billed according to the T-Mobile products and services that she selected and the terms of services to which she had agreed.

Prior to the completion of any device purchased with an Equipment Installment Plan (***), customers are provided a copy of the Terms and Conditions of the *** agreement and must provide their Electronic Signature (eSignature) to electronically capture their acceptance of these terms.   ************** may view her signed *** agreements, in addition to the last 18 billing statements which includes her payment activities, by logging in to her T-Mobile account via www.T-Mobile.com. Further, ************** may review T-Mobiles full Terms and Conditions of service by visiting https://www.t-mobile.com/responsibility/legal/terms-and-conditions.

Please note, our office first received Ms. ****** dispute regarding the billing of her account on July 12, 2022. *************** correspondence was received, a collections hold was placed on the account for the past due balance of $119.83, while our office thoroughly reviewed Ms.****** ************** During our review, it was determined a T-Mobile billing error had not occurred and the past due balance of $119.83 and current charges of $154.70 were valid and owed.

At Ms. ****** request, T-Mobile provided our findings via U.S. Mail on July 14, 2022, which encouraged her to remit payment to prevent collections activities or service interruption. Our records reflect ************* received a credit of $4.23 for a late fee on July 18, 2022, and made a payment of $135.15 on August 2, 2022, revising the balance due to $135.15.

On August 9,2022, a new billing statement was made available in the amount of $291.36,which consisted of the past due balance of $135.15 and current charges totaling $156.21. A courtesy credit of $5.85 was applied to offset the cost of a late fee on August 15, 2022, and a goodwill credit of $33.00 was applied by Team of Experts (TEX) on August 16, 2022. On August 16, 2022, ************** also remitted a payment of $135.15 for the past due balance, bringing the account current with a balance of $117.36 due on September 9, 2022.

Please be assured T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. ****** recent contact with our Executive Response Team.

We regret any inconvenience to **************; however, a T-Mobile error has not been identified. Nevertheless, should ************** with to pursue this matter further, she may direct any future inquiries to our **************** at the following address:

T-Mobile Wireless
****************
12920 **************
********, ** 98006-1350

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*******************************
Executive Response
Customer Answer
Date: 08/25/2022

Complaint: 17596816

I am rejecting this response because its false, I have never received anything from T-Mobile by mail. Thats a pure lie. The collections hold fell off absolutely immediately before any investigation has been made so thats another lie. I have also written to the legal department already and still NO RESPONSE. i certainly need a solution to my EIP. What is the tracking information for the mail youve supposedly sent me? Every piece of mail I have coming to me delivered through the post office I am notified before hand with scans of the actual letter. Nothing was ever received nor did you send it. *** explained several times that my EIP Ive rescinded the contract for the full amount of the devices. If your legal department does not respond to me I would like to be refunded that amount if not anything else. Again, it has not been explained nor disclosed to me clearly. The entire contract is bogus. I AM ALSO STILL REQUESTING THE DOCUMENTATION AND PAPERWORK PERTAINING TO MY ACCOUNT. Everyone I speak to clearly is disregarding that on purpose which is strange.

Sincerely,

*********************
Business Response
Date: 09/01/2022

September 1,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re:      *********************
Your File No. 17596816
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 25, 2022,regarding the above-referenced account. Please be advised we have made attempts to contact **************, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. ****** concerns within this letter.

T-Mobile regrets any continued concern ************** has experienced in regard to her account. As noted in our response to your office on August 3, 2022, it is T-Mobiles position that ************** has been properly billed according to the T-Mobile products and services that she selected and the terms of services to which she had agreed.

************** may view her signed EIP agreements, in addition to the last 18 billing statements which includes her payment activities, by logging in to her T-Mobile account via www.T-Mobile.com. Further, ************** may review T-Mobiles full Terms and Conditions of service by visiting https://www.t-mobile.com/responsibility/legal/terms-and-conditions.

Ms.****** legal documentation dated July 5, 2022, was received, and reviewed on July 12, 2022. ************* request,T-Mobile provided our findings via **** Mail on July 14, 2022, which encouraged her to remit payment to prevent collections activities or service interruption. Our records reflect ************* received a credit of $4.23 for a late fee on July 18, 2022, and made a payment of $135.15 on August 2, 2022, revising the balance due to $135.15. Ms. ****** correspondence was mailed to her billing address on file. To ensure that ************** receives T-Mobiles response, on September 1, 2022, T-Mobile mailed out a copy of its July 14, 2022, response once again. Records reflect that Ms. ****** services were not at risk of interruption due to the collection hold and her account confirms she had no service interruption during T-Mobiles review.

We regret any inconvenience to **************; however, a T-Mobile error has not been identified. Nevertheless, should ************* with to pursue this matter further, she may direct any future inquiries to our **************** at the following address:

T-Mobile Wireless
****************
12920 **************
********, ** 98006-1350

************** is encouraged to contact me directly at the number below at her earliest convenience to work towards an amicable resolution in regard to her concern. Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE ********

***********************
Executive Response
Customer Answer
Date: 09/12/2022

Complaint: 17596816

I am rejecting this response because: My concerns still have not been address nor resolved. However I do want to ***** you ***** for actually mailing out the letter I am now in receipt of this today 9/12/22. The name on this form was from a lady who emailed me. She never actually spoke with me nor mailed me anything. This individual ******** contacted me on my private email and I responded back letter her know I did not wish to communicate via email because I have never provided T-Mobile my personal email address as a means to contact me. This was to ensure my security and to make sure that this was actually from T-Mobile as I have also had T-Mobile breach my information. Please do give me a call on my number ending in **** as Ive reported previously about my concerns with my EIP, this breach, as well as the original agreement and understanding. I would appreciate it and I am interested in speaking with you sir. ***** you.

Sincerely,

*********************
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My daughter phone speakers went out I waited 30 days trying to get her phone replaced and I was made a promise by a supervisor and representative that they were going to do something called BTA and they would send out 13 pro *** and on today 7/20/22 I called and spoke with a different supervisor and he was nasty and rude he told me that they wont be honoring the promise and that they can go back on there word when they want I just them to keep there word and the supervisor I spoke get in trouble for how they talk to mw
Business Response
Date: 08/03/2022

August 3, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: Shshawnee Brandon
Your File No. 17596811
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns ****************** has experienced regarding the above-referenced account, and we appreciate the opportunity to address this matter. On July 20, 2021, ****************** activated the above-referenced account and had three voice lines of service with the mobile numbers ending in ****, ****, and ****. Please note, during the activation process, customers agree to a credit check. Based on an individuals personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service. Based on Ms. ******** personal credit history, at the time of activation, she was required to remit a $25.00 deposit which would be released upon cancellation of the account.

On July 20, 2021, ****************** qualified for and took advantage of T-Mobiles JUMP! On Demand (***) lease program at a local T-Mobile retail location. ****************** leased two Apple iPhone 11 64GB handsets for the full retail price of $1,199.98 plus applicable taxes and fees. At the time of signing, ****************** was required to remit a capital cost reduction payment in the amount of $479.98, and she agreed to a series of 18-monthly lease payments in the amount of $23.34. Upon completion of the lease agreement, ****************** would have the option to return the handset(s) in an acceptable working condition, or purchase the handset(s) for the Purchase Option Price (POP) of $149.94 per handset.

Please note, if a customer has an open ***, and the account is canceled, any promotional offers are removed, and any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. Additionally, by leasing T-Mobile equipment, ****************** received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, ****************** was eligible to receive an advanced replacement of her device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.

It is important to note that with our Handset Exchange Program, T-Mobile will replace the customers handset with a new or like new handset. Please note, the damaged handset must be returned to T-Mobile in an acceptable working condition, free of liquid or physical damage, within 7 days of receiving the replacement handset. If the handset is not received within the allotted timeframe, a non-return fee for up to the full retail price of the handset may be assessed to the account. Additionally, should the handset be received damaged, an out-of-warranty fee may be assessed to the account for up to the full retail price of the handset. Lastly, pursuant to the Terms and Conditions of Service, for Apple equipment, customers are required to complete a warranty exchange through Apple.

On April 27, 2022, ****************** contacted T-Mobile's Team of Experts (TEX) and completed a warranty exchange through T-Mobile for the Apple iPhone 11 64GB handset associated with the mobile number ending in **** with the with the International Mobile Equipment Identifier (****) ending in ****, and was replaced with the Apple iPhone 11 64GB handset with the **** ending in ****. On May 10, 2022, ****************** contacted T-Mobile's TEX and completed a warranty exchange through T-Mobile for the Apple iPhone 11 64GB handset associated with the mobile number ending in **** with the **** ending in ****, and was replaced with the Apple iPhone 11 64GB handset with the **** ending in 3911. Please be advised the warranty exchanges were processed through T-Mobile as a courtesy to ******************.

The billing statement dated May 21, 2022, reflected a balance owed in the amount of $746.29. This balance consisted of a past-due balance in the amount of $484.64, and new charges in the amount of $261.65. The new charges consisted of monthly recurring charges, equipment, added features, as well as applicable taxes and fees. On June 12, 2022, a non-return fee in the amount of $599.43 was assessed to the account, as the non-working Apple iPhone 11 64GB handset with the **** number ending in **** was not received as returned. The billing statement dated June 21, 2022, reflected a balance owed in the amount of $1,800.36. This balance consisted of a past-due balance in the amount of $746.29, and new charges in the amount of $1,054.07. The new charges consisted of monthly recurring charges, equipment, added features, the non-return fee indicated above, as well as applicable taxes and fees.

On July 4, 2022, as the account was in a delinquent status, T-Mobile suspended the accounts ability to make outbound calls. Pursuant to T-Mobile policy, customers may be suspended at any time when payment in full is not received by the payment due date and/or a payment arrangement is not on file for the account. As stated in our Terms and Conditions of Service, if we suspend a customers service and then later reinstate it, a restore from suspend fee may be assessed in the amount of $20.00 plus applicable tax per line of service per instance for up to three lines of service. On July 5, 2022, ****************** contacted T-Mobile to restore services, and as a courtesy, T-Mobile restored services without payment. However, three restore from suspend fees were assessed to the account and would be reflected on the next available billing statement.

On July 12, 2022, as the account remained in a delinquent status, T-Mobile suspended the account's ability to make outbound calls. On July 13, 2022, ****************** contacted T-Mobile to restore services, and remitted a payment in the amount of $745.99 which reduced the balance owed at that time to $1,054.37. Additionally, three restore from suspend fees were assessed to the account, updating the balance to $1,122.23. On July 15, 2022, ********************** payment of $745.99 originally remitted on July 13, 2022, was returned to T-Mobile by her financial institution. As such, the payment amount was returned to the account, updating the balance owed to $1,868.22. Pursuant to T-Mobile policy, a returned payment fee in the amount of $15.00 was assessed to the account which would be reflected on the next available billing statement.

On July 20, 2022, ****************** remitted a payment in the amount of $1,868.22 which resulted in a zero balance at that time. Additionally, on July 20, 2022, ****************** purchased an Apple iPhone 11 64GB handset with the **** number ending in ****, which was associated with the mobile number ending in ****, for the full retail purchase price of $551.24. Please note the $551.24 was billed to the account (***) as a courtesy to ******************, and as such, would be reflected on the next available billing statement. T-Mobile is unable to substantiate that ****************** was offered an Apple iPhone 13 **************** shipped to her.

On June 25, 2022, a non-return fee in the amount of $599.43 was assessed to the account, as the non-working Apple iPhone 11 64GB handset with the **** number ending in **** was not received as returned. The billing statement dated July 21, 2022, reflected a balance owed in the amount of $1,523.37 which and is for services from July 21, 2022, through August 20, 2022, and is due by August 13, 2022. This balance consists of monthly recurring charges, equipment, the non-return fee above, added features, restore from suspend fees, the *** charges indicated above, as well as applicable taxes and fees.

On July 22, 2022, ********************** payment of $1,868.22 originally remitted on July 20, 2022, was returned to T-Mobile by her financial institution. As such, the payment amount was returned to the account, updating the balance owed to $3,391.59. On July 27, 2022, ****************** cancelled the account, when she ported the mobile numbers ending in ****, ****, and **** to another service provider. On July 28, 2022, the $25.00 deposit was released and applied to the account, reducing the balance owed to $3,366.59. Based on the above, it is T-Mobiles position the balance is valid and owed.

Nevertheless, as a courtesy and means to amicably resolve Ms. ******** concerns, T-Mobile is offering to allow her to return the Apple iPhone 11 64GB handsets with the **** numbers ending in ****, ****, and ****, to the address listed below in an acceptable working condition, free of liquid or physical damage, no later than August 17, 2022.

T-Mobile *** Inc.
Attention: *************************
1201 ***************
***********, ** 87107

Once received, T-Mobile will apply credits totaling $1,750.10 to cover the cost of the non-return fees and the *** charges. Please be advised ****************** will receive a final billing statement at the end of the billing period, after August 21, 2022. Should ****************** have any questions regarding this matter, or the information provided, she may contact our office at the number listed below. T-Mobile regrets any inconvenience to ******************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was considering switching my cell phone coverage from Consumer Cellular to T Mobile. I went into the T Mobile store at on May 27, 2022 at about 5 PM and spoke with them about it. The store was at 413) 732-7016 *****************************************************. When they told me they would need it would cost me a great deal of money to purchase *** cards, I expressed dismay and asked why. They had no explanation, and when I said online it seemed that the *** cards cost nothing, they said yes but you have to wait for them to be delivered. I said I would wait and I left the store. I decided not to switch to T-mobile and thought that was the end of it. This week I received a **** from T Mobile for $161.20. They said my T mobile service (which I do not have) is suspended for nonpayment. I have never received any other **** or notice from them. I do not have T mobile service and never have had T mobile service. The **** does not specific what the charge is for. It just say total balance due. I phoned T mobile twice and tried to get help but they me on hold for at least 40 minutes each time and I could not wait. This **** is an error. I want to make sure it does not go on my credit report and that it is removed. They list an account number of *********. I would like the **** removed and any record of a T-mobile account erased. I do not have an account nor will I ever want one.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: *******************
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 20, 2022,regarding the above-referenced account.

T-Mobile regrets any concern ************ may have regarding the account, and we appreciate the opportunity to respond. Please be advised, customers are charged an Assisted Support fee when they choose to have one of our Frontline Experts assist with their activation, by calling, chatting, or visiting a store. With Assisted Support, customers experience our concierge-like service along with personalized recommendations and assistance setting up their new equipment or line of service. Customers may avoid these charges by activating or upgrading through T-Mobile.com, MyT-Mobile.com or the T-Mobile app.

On May 27, 2022, ************* account was activated with two mobile numbers ending in **** and 7889.The account was enrolled in the Magenta 55+ (2 line) rate plan, for a monthly cost of $80.00, taxes included. It should be noted, T-Mobile did not receive an account cancelation request. Thus, the first billing statement dated May 28, 2022, was sent to the billing address of record, reflecting a balance of $80.00 due by June 20, 2022. This balance consisted of the monthly access charges from May 28, 2022, through June 27, 2022. Thereafter, the billing statement dated June 28, 2022, was sent to ************, reflecting a balance of $161.20 due by July 20, 2022. The balance consisted of the past due balance, the monthly access charges from June 28, 2022, through July 27, 2022, and a late fee. Please be advised, pursuant to T-Mobile policy,customers may be suspended when payment in full is not received by the payment due date.

As the account remained past due, on July 2, 2022, T-Mobile suspended the account for non-payment. Thereafter,on July 13, 2022, T-Mobile cancelled ************** account as never installed.

Furthermore, upon speaking with ************ on July 25, 2022, we apprised the above and confirmed to her the account resides with T-Mobile. Thus, to amicably resolve this matter,T-Mobile issued an account credit of $161.20, updating the account with a zero balance. T-Mobile regrets any inconvenience to ************.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************

Very truly yours,

T-MOBILE ********

***********************
Executive Response
Customer Answer
Date: 08/01/2022

Complaint: 17596625

I am rejecting this response because: I NEVER enrolled in a magenta plan nor did I receive phone numbers or initiate such a plan. I spoke briefly to a rep and when he indicated he would charge a significant amount of money to set up accounts, I declined to pursue obtaining any accounts. Apparently he set them up anyway and charged me, but I never even received a ****, any phone numbers, except a final notice of payment, which baffled me since I left the store after speaking for a few minutes.
I maintain that your T mobile rep acted inappropriately and unethically and an account should NEVER have been set up, as I did not authorize him to do so. I am very disappointed in this unprofessional action, and feel T Mobile is fully responsible for setting up accounts I never authorized, for which you have NEVER taken responsibility, and for wasting my time.
I am happy you finally credited my account, but I want any history of this account removed from my credit report. I want you never to do this to another person again who comes into your store to inquire about an account.

Sincerely,

*******************
Business Response
Date: 08/12/2022
August 12, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ***** Hage
Your File No. 17596625
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 8, 2022, regarding the above-referenced account. Please be advised that we have made attempts to contact ************, which have proven unsuccessful. As such, T-Mobile will make every effort to address ************ concerns within this letter.

T-Mobile regrets any continued concern ************ may have experienced, and we appreciate the opportunity to review and address this matter. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during ************** visit to one of our retail locations.

As noted in our previous response, on July 13, 2022, T-Mobile cancelled the above-referenced account. On July 25, 2022, T-Mobile issued an account credit of $161.20, reducing the closed account to a zero balance. Please be advised ************** account was not reported any outside collection agencies. Therefore, there should not be any negative information in ************** credit file. The account remains cancelled with a zero balance. T-Mobile regrets any inconvenience to ************, and we appreciate her bringing this matter to our attention.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response

Customer Answer
Date: 08/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would appreciate it if you would prevent a similar major inconvenience from happening again by instructing this employee NOT to create an account for someone who decides not to join T-mobile. This matter has taken much time and energy wasted.

Sincerely,

*******************
Initial Complaint
Date:07/20/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sent a **** in the mail from T-mobile stating I had an account with them and owed $3260.00 as of June 26,2022 with an account number of *********. The **** didn't have my name spelled correctly and I have never had an account with them. Also the account was opened in another state that I have never even been to. I called them numerous times and spoke with supervisors telling them this was a fraudulent account and they told me it would all be taken care of. They now have sent the **** to collections knowing this was a fraudulent account. I have not been able to get them to actually do anything except make promises to take care of it.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *************************************
Your File No. 17596529
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

T-Mobile has completed its investigation of this matter and determined the allegation of fraud was substantiated. Therefore, ****************** has been absolved of all financial responsibility for this account. In addition, T-Mobile removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. ****************** should allow approximately 90 days for this information to be reflected on his credit report. T-Mobile regrets any inconvenience to ******************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

****** Sanchez
Executive Response
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I dont remember the exact date but between June and August 2021 I got service with t mobile. I did a trade in. I ended up canceling service cause their service was beyond horrible. Not only did they take my trade in phone, but they also took nearly 770 dollars from my checking account. So they double dipped on me.Today 7.20.22 I tried to get the phone unlocked and they said I never had an account there which is very untrue. It was purchases at Hollywood blvd ************ ****. ***** also said that it was a ******* number which is what I ported the number too.The girl ***** basically argued with me online. She kept questioning if I actually knew where I purchased the phone and plan. She was very terrible as she took well over an hour of my time and took multiple minutes for responses. I was also told to take it to my nearest tmobile store to 'try' and have them get it unlocked. I work 16 hour days and do not have the time. I now do not have a phone to use nor have the money to go purchase a new phone.
Business Response
Date: 08/02/2022

August 2, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *************************
Your File No. 17596011
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

We regret any concerns **************** experienced regarding her Mobile Device Unlock (***) request, and we appreciate the opportunity to address her concerns. MDUs are available to customers who meet our eligibility requirements, which are available at https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy. A review of the above account confirms that on July 23, 2021, **************** purchased a ******* Galaxy S21+ 5G 128GB handset via T-Mobiles Equipment Installment Plan (***) financing program. At the time of purchase, **************** was required to remit a down payment of $199.99 plus applicable taxes on the full cost of the handset, and she agreed to 24-monthly installments of $33.34. Please note, an equipment trade-in was associated with the above purchase, which was a requirement for the *** to become enrolled in our 2021 ******* Trade P16 promotion under which $650.00 off the eligible handset via monthly Recurring Device Credit (RDCs) of $27.09 was provided during the term of the *** while maintaining eligibility. It is important to note that if an account goes into a cancelled status, any promotional offers cease and any remaining *** balance owed becomes accelerated and due with the final billing statement.

Please note, the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, **************** agreed to our terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions. Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period. T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to ****************, we were and are unable to return her handset as it is no longer in the possession of the store where she completed the purchase.

On August 28, 2021, **************** canceled the above account when she transferred her mobile number to another service provider. The final billing statement dated September 24, 2021, reflected a balance owed in the amount of $745.44, with payment due by October 16, 2022. This balance included prorated monthly recurring charges of $12.12 for services billed for August 28, 2021, and the accelerated *** balance of $733.32 for the ******* Galaxy S21+ 5G 128GB handset.

At the time of activation, **************** enrolled the above account in AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. On October 14, 2021, payment of $745.44 was remitted via AutoPay, for the final account balance, leaving the account closed with a zero balance.

Please be advised, canceled T-Mobile accounts are systematically archived and when this happens, additional information such as a valid account number, may be required to locate the account. We regret any inconvenience **************** encountered regarding this matter and appreciate the feedback provided. As of February 1, 2022, Ms. ******* account has been archived.

To bring resolution to Ms. ******* concerns, on July 28, 2022, an *** for her ******* Galaxy S21+ 5G 128GB handset with the **** *************** was completed. Please note, the handset can only be unlocked by using the Device Unlock app on the handset itself. An unlock code is not available. **************** must be connected to the internet via a cellular network prior to completing the following steps:

1.From the Home screen, swipe up on an empty spot to open the Apps tray.
2.Tap Settings > Connections > More connection settings > Network Unlock.
3.Choose the desired device unlock type:
a.Permanent Unlock
b.Temporary Unlock - requires a mobile data connection
4.Wait while the device requests and completes the unlock.
5.Restart the device.

On July 29, 2022, our office confirmed with **************** her handset was successfully unlocked. T-Mobile regrets any inconvenience to ****************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

Aika *******
Executive Response
Customer Answer
Date: 08/02/2022
There needs to be compensation. I was forced to go buy a new phone I could not afford. Also money was taken out of *************** a phone taken. That is theft. Paid full price for a phone that was supposed to not he full price since I had 800 dollar trade in.Am out of money because of theft and having to fight to get phone unlocked Complaint: ******** I am rejecting this response because:
Sincerely,*************************
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I moved from ********** to ************** a year ago in September. We had been a long-standing T-Mobile customer, but the ********************************************* phone service in the area of ************** to which we moved was horrible. We were in the process of transferring our service to ******* when we discovered that my husband, ***********************, under whose name the T-Mobile account was registered, had stage 4 liver cancer, and he passed away June 27. I know our T-Mobile account number, but I don't know the *** number my husband used to access our account. I visited the local ******* store to sign up for a new wireless service and asked that my phone number be transported to ******* from T-Mobile. I was advised that I would have to go to a T-Mobile store, present my husband's death certificate, and that T-Mobile would then give me a *** number that ******* could use to transport my phone number from T-Mobile to *******. I visited the local T-Mobile corporate store today, told them what I needed, gave them a copy of my husband's death certificate, and got nothing but the runaround. I was told I had to do this or that, call here or there, etc., etc., etc. . . . blah, blah, blah. All I want to do is get the T-Mobile account closed and have my phone number transported over to *******, which has the best service in the area in which I live.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: *******************************
T-Mobile Account Holder: **************************
Your File No. 17595859
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 20, 2022,regarding the above-referenced account. Please note that ************************** is listed as the account holder of record, and he designated ******************************* as an authorized user.

********************** expresses its sincere condolences regarding the passing of **************************. We understand that this is a difficult time for ****************, and we appreciate the opportunity to be able to assist her with the port of her service. Please be assured that T-Mobile strives to provide an Un-carrier experience to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. ******* interaction with her Team of Experts (TEX) and at her retail location.

On July 15, 2022, pursuant to Ms. ******* request, the line ending in **** was scheduled to be canceled effective on August 4, 2022. On July 19, 2022, *************** spoke with her Team of Experts (TEX) to report the passing of the ************************** and was referred to a T-Mobile retail location to provide proper documentation for further assistance. Regrettably, we have no record of any account access at a retail location. We appreciate **************** providing your agency with Mr. ******* certificate of death. Typically, when an account holder is deceased,proof of death is required to allow any changes.

Please be advised that the arrangement to transfer a mobile number is made directly with Ms. ******* new wireless service provider and not with T-Mobile whose only involvement in this transaction is to cancel the mobile numbers after Ms. ******* new wireless service provider takes control of them. Number portability is to meet certain requirements including having matching information pertaining to the billing responsible party and providing the Personal Identification Number (PIN) listed on the account to the new wireless service provider and a Temporary Port Out Pin (****) to successfully complete the port request. A **** may be generated with our ********************** for surviving authorized users.

On July 28, 2022, and July 29, 2022, our office attempted to reach ****************, however our contact attempts were unsuccessful. Nonetheless, pursuant to Mr.******* request, the line ending in **** was canceled July 29, 2022, and we advised **************** via voicemail, the line ending in **** remained active as it has an open port request. **************** must contact the service provider she is porting the line ending in **** to stop the port request as T-Mobile systematically is unable to complete a cancellation on a line with an open port request. Alternatively, **************** may contact our TEX to receive assistance with the **** to complete her port out request. We regret any inconvenience to ***************. Should **************** need further assistance, she may reach our office at ************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE ********

Aika *******
Executive Response
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/28/22 I visited a TMobile store to complete migration process from the Sprint network due to corporate buyout/merger.I was to receive a free device upgrade without trade-in required because my previous device was paid-off and outdated technology and to continue paying the same rate as I did with Sprint, approx. $75 per month.There was also $40 activation fee I feel should have been waived at the time and refunded at this time because it was not the fault of I or any other Sprint customers TMobile bought the company and changed the network thus requiring an equipment upgrade.While in the store I also purchased a screen protector for $39.99.My total expense during that store visit for the two approx. $40ea. items should have been a combined grand total including tax around $85.My first issue is upon looking at my bank statement it showed they were completed in two seperate transactions instead totalling $105.58, for some reason.Upon receiving my first ****, I noticed several incorrect details, some of which have already been addressed.My second and third issues are I have however since continued to be billed $90 for what should be $75, and they remain attempting to charge me for the "free" device.The information in their system is incorrect, I tell them it's incorrect, and they fail to change it...hmm, it's almost like they have a financially gainful incentive to keep it incorrect.My service is currently suspended, because I have made multiple unsuccessful attempts to resolve the issue via in-store and online customer service, and am not paying them another ***** until they do.For time period 3/28/22-6/28/22 I should have accrued a total of approx. $225, which I have paid $166.33 towards (one payment of $73.94 and one of $92.39) leaving a past due balance of approx. $59.With the pending **** for 6/28-7/28, my total current balance should be approx. $135, not the $254 it currently states.
Business Response
Date: 08/01/2022
August 1, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: ***************************
Your File No. 17594483
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated July 20, 2022,regarding the above-referenced account.

We regret hearing of Mr. *********** concerns regarding his service, and we appreciate the opportunity to respond. Our records confirm, on March 28, 2022, *********************** migrated his service from Sprint to T-Mobile and subscribed to the Magenta *** rate plan billed at a monthly cost of $90.00 with the line ending in 9486. Please note that for customers migrating their service from Sprint to T-Mobile, we encourage customer to purchase new equipment to take full advantage of the functionalities and benefits of our service. At the time of migration, *********************** qualified and took advantage of our Equipment Installment Plan (***)financing program with the purchase of a ******* Galaxy S21 FE 5G 128GB handset. At the time of purchase, no down payment was required, yet ************************ remitted payment for the sales tax on the full cost of the handset of $42.00, and for a ******* 25W travel adapter and sales taxes of $21.19, totaling $63.19 and agreed to 24-monthly installments of $29.17. Additional our records confirm, on March 28, 2022, ************************ purchased a ******* Galaxy S21 FE Temp Glass screen protector at a cost of $42.39 with full payment remitted at the time of purchase. Total payments remitted to T-Mobile on March 28, 2021, totaled $105.58. The above *** is enrolled in the 2021 Upgrade P9 promotion, under which the account is eligible to receive 24-monthly recurring device credits (RDC) of $8.34, while meeting eligible criteria. A review of the account confirms ************************ has been billed in accordance with his selected services and equipment purchase.

Please be assured that T-Mobile strives to provide a world- class Un-Carrier experience to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during ************************ interaction in-store and we appreciate the feedback provided.

The most recent billing statement dated June 29, 2022, reflected a balance of $231.00 which was due by July 21, 2022. This balance includes past due charges for monthly recurring charges, *** monthly installments, and late fee for the service period of May 29, 2022, and June 28, 2022. It also included the monthly recurring charges, *** monthly installments, late fees, and applicable taxes for the service period of June 29, 2022, and July 28, 2022.

On July 29, 2022, upon receipt of Mr. *********** correspondence from your office, T-Mobile completed a rate plan change to the Magenta rate plan billed at $75.00 monthly. Additionally, T-Mobile issued a credit to the account of $126.00 for the rate plan price difference since the time of the migration, late fees and *** installments billed, updating the account balance to $105.00. As a courtesy to ************************, T-Mobile manually closed the *** for the ******* Galaxy S21 FE 5G 128GB handset. The ******* Galaxy S21 FE 5G 128GB handset is now fully paid-off and owned by ************************. We appreciate Mr. *********** willingness to resolve this matter.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE ********

Aika *******
Executive Response
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have been charging for a Iphone watch wearable item that has not been service since 2018, was called multiple times regarding of this situation but they continued charging for the item. Then the last person spoke to was trying to give a credit of $50 but they have been charging $10+taxes every month since 2018. They said they were going to look into it and did not heard from them. I am only able to provide since last year phone bills.
Business Response
Date: 08/02/2022
August 2, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *******************************
Your File No. 17595737
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 20, 2022, regarding the above-referenced account.

T-Mobile regrets any billing concerns **************** has experienced, and we appreciate the opportunity to respond. T-Mobile records indicate that on April 4, 2018, **************** activated DIGITS line of service ending in **** on the DIGITS Apple Watch rate plan for $10.00 monthly with AutoPay.

T-Mobile records confirm on May 27, 2022, the above-mentioned line of service was cancelled. Please be advised within T-Mobiles Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.

Nevertheless, to resolve this matter, on July 29, 2022, T-Mobile issued a credit of $500.00 to the above-referenced account for monthly access charges from the time of activation of the above-mentioned line of service through the time of cancelation. ****************** account remains active with a credit balance of $500.00. We sincerely regret any inconvenience to ****************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*************************
Executive Response

Customer Answer
Date: 08/02/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************

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T-Mobile USA, Inc. is NOT a BBB Accredited Business.